Iski, there are myriad ways to reduce costs and improve efficiencies WITHOUT degrading quality or customer service. Wandell and H-D just did as they always do, they took the easy way that punishes employees, suppliers, and customers. I don't expect them to not make profits. I do expect them to treat the customers and employees right. Both can be achieved if you're willing to work at it.
Jerry
Jerry of course there are different ways to accomplish cost reductions. HD was stuck with poor efficiencies compounded by higher labor costs due to union contracts. Wandell was bought in to realign the company's financials, is no surprise how that was accomplished. People lost jobs, feelings were hurt, investors were pleased. Rinse, repeat.
My opinion of Harley on customer service is: spotty. In most cases I have managed, sometimes with effort, to get issues resolved satisfactorily. Others have not. My opinion of Harley quality is the bikes have a good appearance & are so-so as to performance, modifications by owners needed on the latter. Certain other brands to me look like chit but run like scalded dogs out of the box, nimbly. My expectations are not high for HD - a comfortable cruiser that gets me there but it ain't no 180 mph rice rocket. Imn my 20s would not have owned one. Things change.
As to employees - maybe once upon a time corporations had a soul. I think that is a myth mostly. Sure indivdually, smaller sized companies can care for employees ok, depending on the owner. Multi billion $ publicly traded companies? Some try to hype it, & even have free chocolate chip cookies in breakrooms. Clever BS. But when it gets down to brass tacks they make profit or cease to exist. Not saying I think that is right or wrong. 45 years working in various busineses changed my expectations as to company behaviors. Call me a cynic. Years ago it seemed better, I liked it better. Will not return to that, my opinion. Nowadays, with HD, I do not see anything retro much except for some of their technology & appearance. Everything changes.
Anyway, will also take this opportunity to say I enjoy your posts. You are informative, knowledgeable, & cut through the BS. If you ran HD QA things would be different.